Cloud Support Specialist

Published:

Department

FOSS Pacific

5, 3-4 Anzed Court

3170 Mulgrave VIC

Country

Australia

FOSS develops innovative system solutions to ensure and improve food quality. Our mission is a more sustainable use of the world's agricultural resources. FOSS is a family-owned company, and we are proud of our high employee and customer satisfaction along with our open and team-spirited culture as well as great career opportunities.

Our company continues to expand, and therefore, we need you as a Cloud Support Specialists to work with 1st and 2nd level support for our global Support team, part of IQX Operations. Our focus is entirely on new software solutions to strengthen the digitalization across the supply chain of the thousands of food companies that FOSS already work closely with. We develop and operate a SaaS solution in Azure that improves safety, sustainability and efficiency for hundreds of food and agricultural companies across the world.

You will be working from our office in Mulgrave, Melbourne, AUS close together with Customer Success and Sales. The global support team is besides Australia, located in Denmark, US, Poland and China.

Do you have experience supporting SaaS customers to succeed?

We are seeking a dedicated Support Specialist. The ideal candidate will have a minimum 2 years of relevant experience in the SaaS industry and a proven track record of delivering high customer service to both internal and external customers, ensuring high customer satisfaction.

Responsibilities

Your main responsibility will be external and internal support to both our customers and Sales companies, mainly in Asia and Pacific region. You will play a vital role in supporting these customers but will also be helping your team supporting customers globally. Your job will be within 2 areas, 1) delivering high technical support to internal and external customers and 2) working closely together with our Customer Success and Sales team onboarding both new and existing customers to our SaaS platform IQX.

The responsibility includes the following tasks:

• Technical Support: Provide technical support handling and troubleshooting services to internal and external customers
• Onboarding: Technical onboarding of customers to our SaaS platform, IQX
• Documentation and Training: Documentation of processes, systems and best practice by analyzing incidents and common issues, including training of users
• Collaboration: Working closely with Customer Success and Infrastructure to ensure high level of customer service, security, stability, and efficiency of the platform

What we need from you

• Bachelor's degree in IT
• Experience from a technical support role preferable from a SaaS company
• Excellent communication skills and be able to explain complex technical information to users with varying technical knowledge
• Collaborate effectively with cross-functional and distributed teams
• High level of Customer Service focus
• Professional proficiency in English. Extra languages like Japanese or Chinese will be considered a plus.

Personal skills that will help you succeed

As a Cloud Support Specialist for IQX at FOSS, several personal skills would help you to succeed like technical proficiency and experience with network fundamentals and cloud platforms like Azure. Problem-solving skills and the ability to troubleshoot and resolve technical issues efficiently also in stress-full situations. Furthermore, we are looking for a strong networking and collaboration abilities

Ready to embark the journey

For further information regarding the job, please feel free to contact Michael Rasmussen, Head of Operations, IQX at

FOSS is committed to maintaining an inclusive culture and a diverse workforce. You can help us sustain an unbiased recruitment process by not including photo or age in your application.

About FOSS IQX

Food and feed companies are faced with an increasingly challenging circumstances in which to produce and manage their operations in a sustainable way. FOSS IQX is a recently launched new product suite building upon a strong legacy to help food and feed companies across the world to become data driven organizations, improving the way they do business to the benefit of shareholders, stakeholders and consumers. Read more on

FOSS

Today, more than 8 billion people around the world are dependent on nutritional food. Tons of food being produced in a million different ways and under varying conditions, creating challenges all the way from field to fork. One of them, obviously, being the effects it has on climate change.

FOSS helps the world's 100 biggest food companies and more than 40,000 others around the world navigate exactly that with intelligent, data-driven and innovative analytical solutions. We are making sustainability a better business and we're doing so as global market leader in our field – improving food quality, minimizing food waste, ensuring food safety, and securing fair payment.

Join a pioneering and innovative company in the food and agriculture industry. A company on a mission, with offices all around the world and 1,700 talented colleagues from more than 32 different countries.